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Welcome to brighthush – Where Technology Meets Transformation
At brighthush, we are more than a technology partner; we are a catalyst for change across the utilities, healthcare, and social services sectors. Our mission is to empower organizations to harness cloud‑native platforms, SaaS solutions, and data‑driven analytics to streamline operations, elevate customer experiences, and drive sustainable growth. Every interaction, every line of code, and every support ticket is an opportunity to spark innovation and light the way to a brighter tomorrow.
Why brighthush is the Ideal Place for Your Next Career Move
With a vibrant community of over 700 professionals, brighthush blends entrepreneurial energy with disciplined execution. Our culture is built on transparency, collaboration, and continuous learning. We celebrate wins, dissect challenges, and keep the customer at the core of everything we do. If you thrive in an environment that rewards curiosity, embraces experimentation, and values impact, you’ll find a home here.
Key Responsibilities – Your Impact in Action
As the linchpin between our customers and engineering teams, you’ll ensure that every support ticket is resolved with precision, speed, and a focus on long‑term improvement. Your day‑to‑day activities will include:
- Ticket Management & Prioritization: Receive, qualify, classify, and prioritize complex customer inquiries through our centralized portal. Operate within a fully ticket‑based, asynchronous support model—no phone calls, just clear, documented communication.
- Structured Troubleshooting: Independently diagnose and resolve challenging issues by reproducing errors, performing detailed Expected vs. Actual analyses, and leveraging system logs, API responses, and configuration data.
- Process Design & Automation: Consistently apply, write, optimize, and automate playbooks, runbooks, and guided workflows. Your work will directly influence the scalability and efficiency of our support operations.
- Knowledge Management: Build and maintain a robust knowledge base. Create high‑quality knowledge articles, refine self‑service resources, and reduce recurring standard inquiries.
- Cross‑Functional Collaboration: Engage in continuous feedback loops with Product and Development teams to surface defect patterns, product gaps, and opportunities for enhancement.
- Metrics & Continuous Improvement: Track support KPIs, analyze trends, and propose data‑driven process improvements that elevate service quality and customer satisfaction.
- Mentorship & Team Leadership: Coach junior engineers, share best practices, and contribute to a culture of knowledge sharing and professional growth.
Essential Qualifications – What We Expect
- Minimum 2–3 years of experience in ticket‑based customer or application support for modern SaaS or cloud products.
- Proficiency with modern ticketing systems (e.g., brighthush, brighthush, brighthush) and a track record of clean, traceable documentation.
- Strong analytical mindset with a methodical approach to reproducible diagnostics in cloud infrastructures.
- Deep technical knowledge of APIs, log analysis, error codes, and complex system configurations.
- Demonstrated ability to apply and proactively evolve standard processes such as playbooks and runbooks, including automation.
- Excellent written communication skills in English; fluency in German is a plus.
Preferred (Nice‑to‑Have) Skills – The Extra Edge
- Experience with portal‑first support strategies and building structured knowledge bases.
- Familiarity with agile frameworks (Scrum, Kanban) and working in cross‑functional teams.
- Knowledge of cloud platforms (brighthush, brighthush, brighthush) and container orchestration (brighthush, brighthush).
- Experience with scripting or programming (Python, Bash, PowerShell) for automation tasks.
- Exposure to DevOps practices, CI/CD pipelines, and infrastructure‑as‑code tools.
- Additional language proficiency beyond German and English.
Core Skills & Competencies – The DNA of Success
- Technical Proficiency: APIs, logs, error handling, system configuration, cloud architecture.
- Process Excellence: Playbook creation, workflow automation, continuous improvement.
- Communication: Clear, concise written communication; ability to translate technical details for non‑technical stakeholders.
- Problem Solving: Structured troubleshooting, root cause analysis, and solution implementation.
- Collaboration: Working effectively with product, engineering, and customer success teams.
- Adaptability: Thriving in a fast‑paced, evolving environment with shifting priorities.
- Customer‑Centric Mindset: Empathy for user pain points and a drive to deliver exceptional service.
Career Growth & Learning Opportunities – Your Path to Impact
At brighthush, every role is a stepping stone to greater influence. As a Senior Customer Support Engineer, you’ll have a clear trajectory:
- Progress to a Senior Support Engineer or Support Process Lead role, overseeing larger teams and more complex initiatives.
- Transition into Product Management or Engineering tracks by leveraging your deep product knowledge and process insights.
- Participate in internal training programs covering advanced cloud technologies, automation frameworks, and customer experience design.
- Attend industry conferences and workshops to stay ahead of emerging trends.
- Contribute to open‑source projects or internal tool development, enhancing your portfolio and visibility.
- Lead cross‑functional initiatives that shape the future of support at brighthush.
Work Environment & Culture – Where Innovation Thrives
brighthush fosters a culture of innovation, autonomy, and well‑being. Key highlights include: